Telax’s IVR Enhances
Customer Experience
While Driving Down Costs.

What on earth is IVR?

How IVR works:

Interactive Voice Response (IVR) is an
automated telephony system that interacts
with callers, gathers information, and routes
calls to the appropriate recipient. If you’ve
ever dialed your credit card company, and
checked your balance by responding to a
series of automated prompts, you’ve used
an IVR!

Using computer telephony integration (CTI), IVR Contact
Center applications can hand off a call to a live person
who can then view data directly related to the caller.
An IVR application provides: pre-recorded voice
responses to guide a caller, DTMF signaling (aka Dual
Tone Multi Frequency) to help a caller get to where
they want to be, and gives a caller access to the relevant information they’re looking for.

Telax’s IVR Enhances
Customer Experience
While Driving Down Costs.

What on earth is IVR?

How IVR works:

Interactive Voice Response (IVR) is an automated telephony system that
interacts with callers, gathers information, and routes calls to the
appropriate
recipient. If you’ve ever dialed your credit card company, and checked your
balance by responding to a series of automated prompts, you’ve used an IVR!

Using computer telephony integration (CTI), IVR Contact Center applications
can hand off a call to a live person who can then view data directly related
to the caller. An IVR application provides: pre-recorded voice responses to
guide a caller, DTMF signaling (aka Dual Tone Multi Frequency) to help a
caller get to where they want to be, and gives a caller access to the relevant
information they’re looking for.

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The Telax IVR can help drive down costs!

Some customers have more straight-forward concerns to address (e.g. checking an account balance or paying a bill), the Telax Cloud Contact Center IVR helps these customers self-serve without using up the time of a live agent. This means your agent time is freed up to focus on more complex customer cases and/or sales opportunities. When a customer’s problem extends beyond the dynamic menu, the Telax IVR system can quickly lead the caller to the most relevant agent available. It’s a win, win, win solution!

Outbound IVR Notification

Multi-Lingual Support

Telax IVR system includes multi-lingual support without the need for additional work or set up. I.e. Instead of setting up three individual call-flows for Spanish, French, and English, one call flow can work for all!

Private Data Collection

If a user doesn’t want their credit card information to be heard directly by an agent, the Telax system allows the agent to transfer that person to an IVR menu to input the information. The agent is kept up to date on the caller’s progress, and when input is finished – the caller returns the agent uninterrupted.

IVR Technology and
Industry Specific Use Cases

IVR & Banking

Surprisingly, as online channels have emerged, banking customer satisfaction has decreased. That’s why many banking institutions have become reliant on hosted IVR technology for customer engagement. IVR supported telephone banking allows customers to check balances and transaction histories as well as to make payments and transfers. And not only can they more effectively interact with customers, but they can also extend business hours to a 24/7 operation.

IVR & Medical

IVR systems allow callers (patients) to obtain data relatively anonymously. Hospitals and clinics have used IVR solutions to help callers receive anonymous access to test results. This is information that could easily be handled by a person but the IVR system is used to preserve privacy and avoid potential embarrassment of sensitive information or test results.